Student Success Manager

About the role

Astria Learning is an education-technology company that delivers virtual learning through partnerships with colleges and universities. It is looking for an experienced Student Success Manager to lead eCampus operations across a portfolio of partner institutions and directly manage Student Support Supervisors and Student Success Coordinators (SSCs). The role sits at the intersection of customer success, operations and people management, and focuses on measurable outcomes such as enrollment, engagement, retention, on-time tuition payment and graduation.

Key responsibilities

• Define and coach customer service standards (response-time SLAs, escalation handling, first-contact resolution) and run touchpoint playbooks for reminders, exam notifications, attendance follow-ups, payment reminders and graduation support.
• Manage, coach and mentor SSCs and supervisors, set KPIs and build capability in proactive outreach, difficult conversations and de-escalation.
• Own key metrics (enrollment, engagement, retention, course completion, graduation) and build early-warning systems for at-risk students.
• Own tuition collection at the student-support level: payment reminders, follow-up, tracking collection rates and aging, and coordination with Finance on persistent delinquency.
• Oversee day-to-day eCampus operations, develop and improve SOPs, and build performance dashboards and operational reports.
• Cultivate relationships with university partners, align with company priorities, support budget planning, and work with Academics, Admissions, Finance and IT.

Required profile

• Bachelor's degree in Business Administration, Education, Project Management or a related field.
• 4-6 years of experience in program, academic, operational or customer success management.
• 3+ years of hands-on customer service, support or customer success experience, including team leadership.
• Experience coaching support teams and managing distributed, remote or cross-institutional teams.
• Nice to have: Master's degree, ed-tech or eCampus experience, higher-education retention/advising experience, and familiarity with African or emerging markets.

Required skills

• Service quality metrics: SLAs, CSAT, NPS, first response time, resolution rate.
• LMS platforms (e.g. Moodle, Canvas), CRM systems, ticketing tools (e.g. Zendesk, Freshdesk, HubSpot Service).
• Analytical skills, KPI framework design and dashboard building.
• Strong communication and project management skills.